Engaging minds strengths revolution white paper 2013

Welcome to the strengths revolution The benefits of strengths-based recruitment experienced by five top companies

A free white paper summarising the findings of a new in-depth report from Engaging Minds

Contents Section one: The study 1.

Introduction

04

2.

What is strengths-based recruitment, and how and why is it different to the way you recruit now?

05

3.

The research

06

4.

A summary of the findings

07

5.

The difference strengths-based recruitment has made

08

6.

What people told us about strengths-based recruitment

10

7.

The impact of strengths-based recruitment

11

8.

“Strengths are the true opportunities�

12

Section two: Implementation guide 9.

Recommendations

14

9.1 Understand what problems SBR will help you solve 9.2 Secure buy-in from key stakeholders 9.3 Make a case for strengths-based recruitment

14 14 14

10. Appendix 10.1 Frequently-asked questions (FAQs) 10.2 Research aims and methods 10.3 The companies involved in this study

15 15 17 18

11. What to do next

19

About Engaging Minds

19

02 Strengths revolution

Section one: The study

03 Strengths revolution

Section one: The study

1. Introduction Since introducing strengths-based recruitment (SBR): s ! LEADING HEALTHCARE PROVIDER HAS SEEN STAFF turnover fall by 50% s ! MAJOR lNANCIAL SERVICES BUSINESS HAS REPORTED a productivity rise of 20% s ! TOP TRAVEL COMPANY HAS SEEN CUSTOMER SATISFACTION JUMP BY Strengths-based recruitment may be relatively new but it’s already having a tangible impact on market-leading businesses – as highlighted by THE lRST IN DEPTH STUDY CONDUCTED INTO THIS NEW recruitment approach.

7E D LIKE TO SHARE THE KEY lNDINGS FROM THAT STUDY with you here, so that you can see for yourself the difference that recruiting on strengths could make to your organisation.

“We have missed out so much by choosing the competency route in the past.”

04 Strengths revolution

Section one: The study

2. What is strengths-based recruitment, and how and why is it different to the way you recruit now? )N SIMPLE TERMS 3"2 IS ABOUT PROlLING YOUR GREAT PEOPLE 4HEN HELPING YOUR ORGANISATION TO lND MORE OF THEM 3"2 HELPS YOU lND OUT WHETHER SOMEONE WOULD BE SUITED TO A JOB WOULD LOVE IT AND THRIVE IN IT Compare this with a competency-based recruitment (CBR) approach, where you simply discover whether someone can DO THE JOB .OW YOU START TO SEE THE difference that recruitment based on strengths could bring to your business.

As Steve Jobs, the late CEO of Apple, once said, h9OUR WORK IS GOING TO lLL A LARGE PART OF YOUR LIFE

AND THE ONLY WAY TO BE TRULY SATISlED IS TO DO WHAT you believe is great work. And the only way to do great work is to love what you do�.

This is the essence of SBR. It’s a way for you to seek out and hire people with the strengths needed to do great work for you. And it’s why increasing numbers of companies are now starting to pay attention to it.

Until now, there has been no rigorous, in-depth study of the effects of this revolutionary new approach, which is why we commissioned this report. It shows very clearly that SBR reduces cost, INCREASES EFlCIENCY AND SAVES TIME "UT IT ALSO reveals how SBR increases workers’ engagement, happiness and performance. The power of SBR IS USUALLY UNEXPECTED AND DElNITELY UNDENIABLE It presents a massive opportunity for organisations and those who work in them.

“Recruiters found CBR boring, over-scripted, and unreliable‌the people we were recruiting just didn’t seem the right types.â€?

HR Director

05 Strengths revolution

Section one: The study

3. The research As one of the UK’s leading strengths consultancies, Engaging Minds has worked with a number of wellknown organisations to introduce SBR for them.

4HIS PIECE OF RESEARCH IS THE lRST OF ITS KIND 7E wanted to gain an accurate picture of how SBR IS WORKING FOR lVE TOP ORGANISATIONS THE LESSONS they’ve learnt from introducing it, and most importantly, the difference it is making to their PRODUCTIVITY CUSTOMER SATISFACTION AND PROlTS 4O BEGIN WITH TAKE A LOOK AT THE FOLLOWING lVE questions and see if any of them resonate with you:

7ITH SO MANY APPLICANTS FOR JOBS DO YOU struggle to separate the best from the rest?

4. Is there value in identifying what makes your great performers great?

5. Do you want to reduce staff turnover and associated recruitment costs?

If you answered yes to one or more of these questions, SBR and the principles it is based on could be exactly what your organisation is looking for.

1. Are high-quality people key to delivering your customer proposition and differentiating you from the competition?

2. Are you interested in attracting higher calibre JOB APPLICANTS

“SBR is such a simple process and it works.�

06 Strengths revolution

Section one: The study

4. A summary of the findings !LL lVE COMPANIES IN THE STUDY HAVE MADE THE SWITCH FROM #"2 TO 3"2 4HEY WERE ALL DISSATISlED in some way with their recruitment process. Either it wasn’t bringing them the quality of candidates they needed, or people simply weren’t staying long enough with them. Both outcomes were costly, INEFlCIENT AND BAD FOR MORALE (AVING HEARD ABOUT THE POTENTIAL BENElTS OF 3"2

they had high hopes for what it could do for them.

They were looking for one or more of the following: s A more cost-effective recruitment process s Increased stability through reduced staff turnover s Better results through having higher quality people s More highly engaged employees

s The right people in jobs, so less management time is spent dealing with the wrong people s Higher calibre recruits who can deliver world-class service and generate brand loyalty from customers s An improvement in the credibility of their HR function "UT SOME ALSO WORRIED THAT 3"2 MIGHT JUST BE too good to be true. Could it really live up to its promise?

4HE SHORT ANSWER IS THAT IT HAS DONE IN ALL lVE businesses we spoke to as part of this study.

In every case, SBR is exceeding their expectations.

It is saving them money, reducing staff turnover and improving customer service. Results are better and employees are more engaged and seem happier in their work.

s Happier, more productive and stronger performing employees

07 Strengths revolution

Section one: The study

5. The difference SBR has made Since introducing SBR, the companies in this study have had the following results:

Candidate attraction

25%

increase in applicants to a call centre position for which it has historically been hard to attract people.

Interview experience

85%

Progress in training

100%

60%

of trainers agree that SBR has had “a good impact on training.”

reduction in staff turnover during basic training.

of strengths-based (SB) candidates say, “the interviewer really got to know me.”

Performance

84%

of SB starters rate their recruitment experience as “excellent.”

Strengths-based interviewers

97%

20%

increase in productivity after three months.

2%

increase in commission earnings after three months.

6%

reduction in sickness absence after three months.

of trained interviewers say SBR will help them find the right people, improve performance and enhance their brand.

08 Strengths revolution

Section one: The study

Staff turnover

Brand advocacy/customer service

50%

reduction in customer service agent turnover.

12%

increase in customer satisfaction.

66%

reduction in sales agent turnover.

80%

reduction in customer complaints.

37.5%

reduction in first three months sales agent turnover.

Job expectations

94%

of SB recruits said, “the expectations I developed about working for the company during the interview process have been fulfilled.�

09 Strengths revolution

Section one: The study

6. What people told us about strengths-based recruitment 7E WANTED TO lND OUT WHETHER 3"2 WAS LIVING UP TO THE lVE ORGANISATIONS EXPECTATIONS AND DELIVERING the improvements they were looking for.

4HESE ARE JUST SOME OF THINGS THEY TOLD US

“People see a difference immediately‌ they say things like ‘something has changed, what’s happened?â€?

HR Director

“We have a different calibre of person now‌ when I walk in a store I [think] ‘wow!â€?

Regional Manager

h) M CONlDENT THAT THE PEOPLE ) AM TAKING on with strengths-based recruitment are the right people for us.�

Recruiter

h4HE QUALITY OF THE CANDIDATES IS A DElNITE improvement. The recruitment process enables the genuinely strong candidate to shine.�

Recruitment Manager

“These people are smart, heads up and eyes forward, and start great conversations. They’re CONlDENT PROUD OF WHO THEY ARE AND THEY RE clearly engaged. Most important, they’re living the brand values.�

Regional Manager

“We have missed out on so much by choosing the competency route in the past.�

Branch Recruitment Manager

“You gather so much more information than you do with competency interviews.�

HR Manager

h4HE PROJECT HAS MADE A REAL DIFFERENCE TO our business and our ability to recruit the right people.�

Recruitment Manager

“Recruitment used to be a thorn in my side, BUT NOW ) ENJOY IT v Line leader interviewer

10 Strengths revolution

Section one: The study

7. The impact of strength-based recruitment 7E DISCOVERED THAT 3"2 IS HAVING AN IMPRESSIVE AND POSITIVE IMPACT IN ALL lVE ORGANISATIONS n AND NOT JUST ON THE QUALITY OF NEW HIRES BUT ALSO ON STAFF TURNOVER ENGAGEMENT JOB SATISFACTION AND BRAND ADVOCACY !ND IMPORTANTLY ON PROlT

SBR is working for these companies for the following reasons: They now know how to attract great candidates

&OR THE lRST TIME THESE BUSINESSES UNDERSTAND WHAT MAKES A GREAT EMPLOYEE IN A PARTICULAR ROLE AND THEIR RECRUITERS ARE BETTER EQUIPPED TO WRITE JOB ADVERTS that attract candidates with matching strengths.

They can recruit from a wider pool

Companies are able to attract people from a wider range of backgrounds, including individuals they’d never have considered before.

Managers have become better at interviewing

-ANAGERS WHO ONCE DREADED INTERVIEWING NOW ENJOY IT 4HEY RE GATHERING more useful information, and feel they really get to know the person in front of them. They’re also learning high-level observation and listening skills, which are equally valuable to them in performance conversations and team settings.

Candidates get more from the process

Candidates say interviews flow naturally and are unlike anything they’ve EXPERIENCED BEFORE %VEN REJECTED CANDIDATES ARE HELPED TO UNDERSTAND THE KIND OF JOB THAT WOULD BE A BETTER lT FOR THEM

Recruitment has become more cost effective

Cost-effectiveness increases as high-quality candidates are attracted to roles previously hard to interest people in, and a higher proportion of people are OFFERED AND ACCEPT JOBS AFTER INTERVIEW OR THEIR ON JOB EVALUATION

New recruits perform better

SBR hires are reported to be different, better, more engaged and positive, and more focused to succeed. They also show more initiative and are quicker to connect with customers than existing staff. One became the top performer in A WELL ESTABLISHED TEAM AT A LEADING lNANCIAL SERVICES COMPANY WITHIN JUST SIX months of starting.

The passion spreads

.EW HIRES HAVE A GENUINE PASSION FOR WHAT THEY DO SO THEY BECOME GREAT advocates for their brands. Their positive attitude also influences the working environment, challenging existing employees to perform better.

People stay for longer

!TTRITION RATES HAVE FALLEN n IN SOME CASES DRAMATICALLY 3IGNIlCANT REDUCTIONS in staff turnover have disproved the belief, among some, that the only way to tackle a retention problem is to pay people more.

#ONlDENCE IN THE VALUE AND POTENTIAL OF 3"2 WAS SO HIGH IN EACH OF THE COMPANIES WE SURVEYED THAT ALL lVE ARE NOW EITHER PROlLING MORE ROLES FROM A STRENGTHS PERSPECTIVE OR EXTENDING STRENGTHS BASED APPROACHES TO OTHER ASPECTS of people management in their businesses.

11 Strengths revolution

Section one: The study

8. “Strengths are the true opportunities�

Almost 50 years ago, Peter Drucker, the worldrenowned writer, educator and management consultant, argued that organisations built on strengths offer the greatest potential for PERFORMANCE GROWTH AND INDIVIDUAL FULlLMENT )N HIS words, “The effective executive makes strengths productive. He knows that one cannot build on weakness‌strengths are the true opportunitiesâ€?.

We found that recruiting on strengths makes sense to bosses, interviewers and candidates alike. They have seen for themselves the value that comes from lTTING PEOPLE TO JOBS THEY ARE NATURALLY SUITED TO And introducing SBR is having a universally positive effect, in terms of both hard numbers and feel-good factor.

3"2 LEADS THE lVE WELL KNOWN ORGANISATIONS IN this study to the same conclusion, by delivering SIGNIlCANT BENElTS TO THEIR PERFORMANCE lNANCIALS

EFlCIENCY CULTURE AND REPUTATION

“It’s an approach that’s already making a powerful difference to the working lives of thousands of people, enabling them to do work they love and deliver outstanding results for their businesses.�

12 Strengths revolution

Section two: Implementation guide In this part of the white paper, we give you more detailed advice on the steps you need to take, and the questions you may have to answer, to implement SBR in your organisation.

13 Strengths revolution

Section two: Implementation guide

9. Recommendations The successes experienced and lessons learnt by the companies in this study have led us to the following recommendations: 9.1 Understand what problems SBR will help you solve The organisations in this study had some SPECIlC URGENT PROBLEMS THAT THEY WANTED SBR to solve. If you have any or all of the following problems, SBR can help:

9.3 Make a case for strengths-based recruitment Here’s the three-step process that the companies in this study went through to make the case for SBR: 1)

Key sponsors/champions get together with a strengths consultancy, which come in and explain what SBR is and how it works, and give examples of how it has worked in other organisations.

2)

Build a case for SBR by explaining to internal stakeholders how your problems or aspirations can be solved or achieved by introducing SBR.

3)

Create a detailed plan, including a time-line, of what needs to be done to implement SBR, including setting goals and success criteria.

You don’t know what it takes to be a great PERFORMER IN ONE OR MORE OF THE KEY JOBS IN your organisation.

You have high staff turnover that is costing you time and money.

You struggle to attract fantastic people in key roles.

Your people are not highly engaged and this is affecting customer service.

You’re worried that your people can’t deliver the performance and reputation that you want your organisation to have.

9.2 Secure buy-in from key stakeholders 4HE ORGANISATIONS IN THIS STUDY DIDN T lND THIS DIFlCULT TO DO BECAUSE SENIOR EXECUTIVES WERE keen (sometimes desperate) to resolve the problems that led them to consider introducing 3"2 IN THE lRST PLACE

The appendix on page 15 outlines the questions we are most frequently asked about SBR. They cover the what, why and how of THE STRENGTHS APPROACH 9OU MIGHT lND IT USEFUL to refer to them when building and articulating your case for SBR.

Evidence of results experienced by other organisations helped them to understand what was possible and how it could help them. The commitment and interest of senior people in THE lVE ORGANISATIONS IN THIS STUDY MADE A huge difference to the speed with which SBR WAS IMPLEMENTED AND BENElTS EXPERIENCED

14 Strengths revolution

Section two: Implementation guide

10. Appendix These are some of the questions we’re asked most often about STRENGTHS BASED RECRUITMENT 9OU MAY lND THEM USEFUL TO CLARIFY your own understanding, if you need to explain the new approach to others, or if you’re making a case for introducing SBR into your organisation.

10.1 Frequently-asked questions What is strengths profiling? )T S A METHOD OF PROlLING EXCELLENT PEOPLE ALREADY WORKING IN A SPECIlC ROLE n PEOPLE YOU WOULD CLONE IF YOU COULD 4HE PROlLING involves eliciting their strengths, drives and values, and understanding which are common among your excellent people.

What is strengths-based recruitment?

Essentially, it is about recruiting people based on their natural strengths, values and drives, in other words, what they are naturally good at, what they love to do AND ARE ENERGISED BY AND NOT JUST THEIR competencies (what they can do). Relevant technical competencies are still important of course and it’s important to continue to test for those as well.

Why is strengths-based recruitment better than competency-based recruitment?

Because the best performers are those who have the natural strengths, values and drives FOR THE JOB 3OMEONE MAY BE COMPETENT AT DOING A JOB BUT DISLIKE IT BE DE MOTIVATED BY it or be stressed by it.

People can learn to be competent at something that isn’t a natural strength, but they will never be great at it. This is not a recipe for excellent performance and high employee engagement. Over time, if a person is a square peg in a round hole, their CONlDENCE WILL WANE AND THEIR STRESS LEVELS will rise as they struggle to perform well. #OMPETENCY JOB PROlLES ARE USUALLY BASED on an ideal notion of what is wanted in the role and, as such, often aren’t realistic for a real person. Strengths and motivator PROlLES ON THE OTHER HAND ARE BASED ON PROlLING OR MODELLING EXCELLENT PERFORMERS in the role and are therefore much more realistic and useful.

Another thing to remember is that people can prepare the ideal answers to competency-based questions. They may also be tempted to make things up when asked ‘tell me about a time when you have‌’ – they might not want to admit they haven’t done the thing they are being asked about. So, in this way, competency-based interviewing encourages people to lie.

15 Strengths revolution

Section two: Implementation guide

In contrast, strengths-based interviewing lNDS OUT WHAT A PERSON IS REALLY LIKE BECAUSE it is not based on set scenarios. The SBR interviewing training teaches interviewers to discern whether a person is giving genuine answers.

great candidates as care workers and supermarket customer service assistants.

Working with our clients in these highvolume recruitment environments, we’ve helped them overhaul their entire recruitment process to deliver cost-effective solutions.

Where is the proof that it works?

Can SBR improve an organisation’s reputation?

The improvements experienced by other organisations, such as those in this report, are testament to the effectiveness of the SBR model. Organisations that have introduced SBR report a positive impact on performance and their bottom line, as well as their culture, very quickly.

After three to six months of appointing people against their strengths and motivator PROlLES ORGANISATIONS REPORTED RESULTS SUCH as a 50% drop in turnover, a 12% increase in customer satisfaction and a 25% increase in applications in a role that is notoriously hard to attract people to. We also know of one organisation that struggled with too high a volume of applications, who reported a 25% drop in applications which was actually a good result for them.

4HE EARLY ADOPTERS OF 3"2 ARE lNANCIAL services, retail, professional services and the social care sector. All of these sectors measure performance rigorously and on a daily basis, and all report performance improvement as well as cost savings as a result of adopting this new approach.

$ElNITELY )T DOES SO IN A NUMBER OF WAYS Better people provide better service.

Even unsuccessful candidates are very positive about their experience. They say THAT THEY UNDERSTAND WHY THE JOB ISN T RIGHT FOR THEM THAT THEY ENJOYED THE INTERVIEW (often saying that they found out things they didn’t know about themselves) and that THEY FEEL CLEARER ABOUT WHAT KIND OF JOB THEY would be well suited to.

Many candidates are potential customers – so creating this kind of advocacy is very important.

Isn’t it a bit of a leap in the dark, and far removed from what people are used to doing?

Leading organisations are switching to SBR because the competency-based model isn’t giving them the results they need. The evidence base that SBR works is strong and growing. In our experience, once companies EXPERIENCE THE EARLY BENElTS OF 3"2 ANY concerns or reluctance disappears.

Does SBR really work for volume recruiting?

Yes, Engaging Minds has successfully introduced SBR to attract and select

16 Strengths revolution

Section two: Implementation guide

What does a typical SBR project involve? .ORMALLY A PROJECT INVOLVES IDENTIFYING THE role or roles that the organisation wants TO PROlLE 5SUALLY PEOPLE START WITH THE roles that have the most influence on their customer experience or the ones where they are having the most problems recruiting and keeping good people.

4HE PROlLING AND REVIEW OF THE ATTRACTION AND selection process happens simultaneously. /NCE THE PROlLES ARE DEVELOPED RECRUITERS are trained to undertake a strengths-based interview – in other words, how to identify whether the candidate has the strengths, DRIVES AND VALUES IN THE PROlLE For organisations that have a lot of recruiters, a train-the-trainer session can be organised.

0ROJECT KICK OFF TO TRAINING COMPLETION can take as little as three months (as WAS THE CASE WITH A LEADING lNANCIAL services company, where 16 people in three locations were trained in strengthsbased interviewing three months after the PROJECT STARTED &OR A LARGE SCALE PROJECT

it takes longer. For example, in a social care organisation, it took seven months to train 500+ people as strengths interviewers (using a train-the-trainer model) in 160 locations.

How quickly might I expect to see positive results?

calibre of recruits and the attitude towards recruitment (by recruiters, managers and candidates). One organisation with high staff turnover saw it halve in three months.

10.2 Research aims and methods Our aim in carrying out this study was to: s Capture the initial expectations of key stakeholders involved in introducing SBR. s 5NDERSTAND THE BENElTS OF AND ANY issues or concerns arising from, this new style of recruitment. s Recommend best practice approaches for implementing and managing SBR. s Identify any opportunities for extending strengths-based approaches to other aspects of people management in an organisation.

How we went about it We used a number of different research approaches in this study: s Face-to-face and telephone interviews WITH PROJECT SPONSORS

and business and HR leaders. s An online survey of 80 employees in one of the companies involved in the study, comparing the experience of competency-based and strengthsbased recruits.

The short answer is very quickly. It varies though and depends on the problems that an organisation needs to solve. All clients see an immediate improvement in the

17 Strengths revolution

Section two: Implementation guide

s Analysis of available client data LOOKING AT JOB SATISFACTION AND engagement scores, applicant numbers and quality, turnover and absenteeism rates, performance in training, reported cost savings, performance and productivity rates, and customer satisfaction levels. s Desk research: we assessed other research studies, articles and news items, and gathered the perspectives of leading authors and consultants IN THE lELD

10.3 The companies involved in this study 7E SPOKE TO lVE COMPANIES AS PART OF THIS study; all have worked with Engaging Minds to implement SBR in their organisations.

4O PRESERVE THEIR CONlDENTIALITY WE REFER TO them as companies A, B, C, D and E. Company A is one of the UK’s top four supermarket chains. This FTSE 100 business has an £18bn annual turnover and employs 132,000 people in over 400 stores across the country.

Company B is a leading international restaurant business, with 18,000 stores in 60 countries, and a global revenue in 2012 of more than ÂŁ8bn. Almost 7,000 people are employed in their UK restaurants.

Company C is one of the UK’s leading social care providers, and provides healthcare services in the home, community settings, hospitals and the workplace. They have a community-based network of over 140 branches nationwide.

Company D is a long-established BUSINESS PROVIDING lNANCIAL PRODUCTS AND related customer services. They are the MARKET LEADER IN THEIR lELD WITH ONE OF their businesses providing a service to 15 million members.

Company E IS A lNANCIAL SERVICES COMPANY providing a broad portfolio of insurance and travel products. !S PART OF THE PROJECTS WE VE WORKED ON with these clients, we’ve prepared strengths AND MOTIVATOR PROlLES FOR THE FOLLOWING ROLES s Customer service advisors s In-store team members s In-bound sales agents s Out-bound sales agents s Customer service agents s Carers

18 Strengths revolution

Section two: Implementation guide

11. What to do next )F YOU RE INTERESTED IN lNDING OUT MORE ABOUT THIS TRANSFORMATIONAL NEW approach, and what it can do for your organisation, contact us at hello@engagingminds.co.uk or call us at +44 (0)20 7998 3120 To purchase copies of the full 70 page report please click here or email hello@engagingminds.co.uk

About Engaging Minds Engaging Minds are strengths-based recruitment and development experts. We work with top COMPANIES USING OUR 3TRENGTHS-ATCH METHODOLOGY TO IDENTIFY THE $.! OF THEIR BEST PERFORMERS and recruit, develop and lead them. %VERY YEAR THOUSANDS OF PEOPLE ARE APPOINTED TO JOBS WHERE THEY THRIVE AND DO WELL AND THEIR EMPLOYERS ENJOY BETTER PERFORMANCE AND CUSTOMER SERVICE AS A RESULT OF OUR WORK /RGANISATIONS LIKE THE !!

-ORRISONS .(3 /LYMPICS 3!"-ILLER 3AGA 3TARBUCKS AND 5NILEVER HAVE ALL BENElTED FROM OUR strengths-based approaches.

At Engaging Minds our work is our mission. Why? Because we see the massive difference strengthsbased recruitment and development makes – to results, to how people feel about their work and to customer satisfaction.

We want to spread our work far and wide. We want to make a difference to business, to public services and to people of all ages and stages of their careers.

4O lND OUT MORE VISIT www.engagingminds.co.uk

“Engaging Minds and their strengths-based recruitment methodology are a powerful combination that has brought us results that exceeded expectation AND the results are in our numbers!�

Lynda Greenshields, HR Director

19 Strengths revolution

71 The Hundred Romsey Hampshire SO51 8BZ T 020 7998 3120 E hello@engagingminds.co.uk www.engagingminds.co.uk

© 2013 Engaging Minds Ltd. All rights reserved. Welcome to the strengths revolution: The benefits of strengths-based recruitment experienced by five top companies. Copying and distribution – both printed and electronic – is prohibited without express permission of Engaging Minds Ltd. To purchase copies of the full 70 page report email hello@engagingminds.co.uk.